Installations Coordinator

Wickes Northampton, England, United Kingdom

We are looking to recruit an Installations Coordinator to join our team for a period of 6 months. You'll effectively support our Design & Installations proposition; liaise between internal and external customers, third‑party suppliers, our network of stores and distribution teams to successfully action any requests in support of the installation service.

This is a hybrid full time role Monday ‑ Friday.

• Maintain communication with both internal and external stakeholders throughout the order and installation process to ensure they are fully informed of the customer and installer journeys
• Allocate corrective actions requests in a timely manner to meet defined targets and provide advice about completion of work
• Ensure that installers are provided with all relevant details at allocation stage and that any instructions are issued in a timely manner
• Liaise with colleagues and stakeholders at key points in the process to ensure there are no delays and that the proposed completion dates are met
• Engage with submitters to ensure stock is delivered on time for works to commence and order replacement items are required if damaged or not delivered when ordered by submitter.
• Maintain accurate timely and detailed records including input to the central database system (FSM)
• Process requests to amend or cancel required works as deemed appropriate
• Attend regular corrective action review meetings focussed on continuous improvement across the department
• Track ongoing corrective action works and report progress to management, producing timelines as required
• Resolve queries raised by internal and external customers relating to any payments on corrective action.
• Maintain quality documents as required, identifying where processes may need to be reviewed
• Respond at pace to all contacts and work queues to meet individual targets and departmental service level agreements.
• Minimise the delay in resolutions for any requests and work queues; seek assistance from internal and external stakeholders if necessary to achieve a speedier resolution.
• Ensure that close attention to detail is maintained to uphold accuracy of all payments, deductions and work queues.
• Ensure that the most recent installer compliance reports are used to ensure accuracy of work allocation
• Creation and provision of management reports to support the development of the installer and customer journeys
• Take ownership of own work streams and ensure service standards and SLAs are upheld, whilst providing insight into the continual development of the service

• Worked within the Services Sector during the last 18 months or within a similar role
• Proven track record of working in the delivery of high quality customer service
• Ability to work collaboratively in a fast‑changing and flexible environment
• Multiple IT systems
• Using own initiative, working at pace to tight deadlines
• Working across different teams and understanding a variety of roles and responsibilities
• Taking ownership of own streams whilst demonstrating flexibility when required
• Delivers results consistently
• Strong verbal and written communication skills and the ability to communicate with a range of internal and external stakeholders
• Excellent planning and organisation skills and the ability to prioritise and complete multiple tasks to agreed timescales
• Willingness to take responsibility, own tasks and deliver on time
• Ability to work quickly, with excellent attention to detail, a high level of accuracy and a methodical approach, even under pressure
• Ability to use own initiative and take proactive actions to resolve problems

You’ll be supported with fantastic learning and development and have the opportunity to grow and develop your career with us.

We’ll also equip you with a benefits package that includes:

• Competitive bonus
• Contributory pension scheme
• Discount platform including savings and cash back at numerous retailers, savings on gym membership, cycle‑to‑work scheme.

Our widely recognised wellbeing strategy includes an Employee Assistance Programme, financial education & loans, and…